Retail resolutions for 2017: Elizabeth Fagan, Boots

In 2017 we will continue our focus on supporting our healthcare system to further improve the pharmacy services we offer.

Consumer expectations are constantly increasing and so we are always looking at how we can meet and exceed their demands. Next year we will deliver an even better 360 experience for our consumers, incorporating online, in-store and social channels, with more frictionless paths to purchase.

We expect that value for money will remain at the forefront of our customers’ minds and we will continue to deliver this through our strong sales and promotions throughout the year.

We’ll also be looking at how we can provide further engagement between our brands and customers, many of whom now expect to be part of the brand narrative and conversation. We have been increasing our personalisation offering, tailoring products and services to our varied customer base, and you can expect to see more of this next year.

• Elizabeth Fagan, senior vice president and managing director, Boots UK and Ireland